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NMIMS Global Access
School for Continuing Education
(NGA-SCE)
Course: Service Marketing
Internal Assignment
Applicable for September 2020 Examination
Assignment Marks: 30
Instructions:
·
All Questions carry equal marks.
· All Questions
are compulsory
· All answers to
be explained in not more than 1000 words for question 1 and 2 and for question
3 in not more than 500 words for each subsection. Use relevant examples,
illustrations as far aspossible.
· All answers to
be written individually. Discussion and group work is not advisable.
· Students are
free to refer to any books/reference material/website/internet for attempting
theirassignments, but are not allowed to copy the matter as it is from the
source of reference.
· Students
should write the assignment in their own words. Copying of assignments from
otherstudents is not allowed.
· Students
should follow the following parameter for answering the assignment questions.
|
For Theoretical Answer |
|
For Numerical Answer |
||
|
Assessment
Parameter |
Weightage |
Assessment
Parameter |
Weightage |
|
|
Introduction |
20% |
Understanding and usage of the formula |
20% |
|
|
Concepts and Application related to the question |
60% |
Procedure / Steps |
50% |
|
|
Conclusion |
20% |
|
Correct Answer & Interpretation |
30% |
Question: 1. In the
midst of the current lockdown in the country, the opening of a new salon got
postponed. Now since the government has given the permission for the salons to
open throughout the country, can you please guide ABC Ltd. about how can they
manage the 7P’s of Service Marketing in times of the Pandemic.
Answer:
Introduction
In
this topic, the researcher has precisely discussed the principal constituents
of 7 P's involved in service marketing's working procedure. The researcher has
also suggested the way by which the salon owned organization ACB Ltd. can professionally
manage and adjust with the 7 P's related to the service marketing during this
post-pandemic era and uniformly grow their business and provide services to the
citizens.
Concept and analysis
The field
of service providing is entirely a
Question
:2. A new hotel chain is confused as to what all supplementary services they
should provide to their customers. Can you please guide them about
supplementary services by using the Flower of Service.
Answer: Introduction
In
this topic, the researcher has discussed the flower of service framework theory
and discussed how the hotel chain could use the flower of service framework to
provide essential supplementary service to the customers satisfying their needs
and requirements.
Concept and analysis
The concept of flower service mainly
works on the professional and précised execution of additional services and
enhancement. There can be various types of supplementary services like order
taking, consultation,
Question: 3. A newly refurbished mall post the lockdown is
bearing a beautiful look to it. But the owners are not sure whether they have
been able to create the right Service Environment.
Answer: Introduction
In this topic, the researcher has
discussed how the management of the mall can create the same working
environment like the pre covid time, to achieve the same the researcher has recommended
them about the way they can implement and use the benefits of two models which
are the Russel model effect and the Mehrabian Russel stimulus-response model. The
researcher has also precisely discussed both the models and mentioned how these
models could help the mall generate the business by following the government's
health-related protocols.
Concept and
analysis
a. Can you as a consultant guide them on the same using the
Mehrabian Russel Stimulus Response Model (5 Marks)
Answer: The Mehrabian Russel
stimulus-response model helps explain the adverse effects of the service being
provided to the customers. The physical environment helps to feel how people
feel at a given point in time and helps to read their psychology better. The
behavior responses of the customers and employees who are involved are being
distinguished by three different behavioral states: arousal nonarousal,
pleasure displeasure, and dominance submissiveness. Both the employers and the
customers react to these reactions that are generally reframed as avoidance
b. Can you as a consultant guide them using the Russel Model of
Affect
Answer : The circumflex and
conceptual mode of effect and the relevant scenarios proposes and indicates
that all affective states arise from cognitive assumptions and interpretations
of core criteria that the product of two inters related independent
neuropsychological systems. This model relates to the theories of the raw
emotions and the psychological sentiments, which demonstrate a discrete and
unique system related to every motion or action shown by humans. It has been
Hello MBA aspirants,
Get MBA assignments of NMIMS University solved by educational
professionals at a nominal charge.
Mail us at: help.mbaassignments@gmail.com
Call us at: 08263069601
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